Genesys Agent Assist performance dashboard

AI-generated summary

Genesys Cloud's Agent Assist performance dashboard provides comprehensive analytics and insights into Agent Assist-related features, including interaction activities, queue metrics, and after-call work statistics. Access to the dashboard requires specific permissions configured across multiple menu options for agents (Conversation, Knowledge, and Suggestion Engagement functions) and analysts (Analytics aggregates and observations), with navigation through Menu > Analytics > Analytics Workspace by selecting Agent Assist Performance. An alternative AI Copilot dashboard is available for organizations utilizing AI tokens. The dashboard supports extensive filtering capabilities by time period, media type (voice, callback, chat, email, message), users, and queue comparison functionality. Key performance tiles display interactions with Agent Assist on selected queues, queue comparison metrics, Average Handle Time showing comprehensive agent handling duration, and After Call Work metrics tracking time spent on post-interaction activities. The Recommendations section monitors total recommendations made by Agent Copilot across four content types: knowledge articles without retrieval augmented generation, knowledge highlights with exact answer highlights, canned responses, and scripts. Additional tiles present manual knowledge searches performed in the Agent Assist panel and detailed recommendation statistics. Genesys Cloud captures detailed metrics for evaluating recommendation effectiveness, including total recommendations by content type, average recommendations per interaction, content open rates, and copy-to-channel actions. The platform incorporates feedback mechanisms enabling users to rate recommendation quality with positive upvote ratios, while administrators can categorize feedback by relevance dimensions (accuracy, currency, clarity, findability) and user role (Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support). engagement metrics are accessible through API endpoints for programmatic access, supporting performance analysis through dedicated dashboards, role-based configuration options, and linked documentation. This structured feedback capability supports continuous improvement of recommendation algorithms and content quality within the Genesys Cloud environment

PrerequisitesClick to expand

Prerequisites

Access to the following menu options to collect analytics for the dashboard from Agents:

Conversation > Suggestion Engagement – Add
Knowledge > Document content copy – Add
Knowledge > Document view – Add
Knowledge > Feedback – Create, View
Knowledge > Search – Edit

Access to the following menu options to see the dashboard for analysts:

All permissions under Analytics > Tab configurations
Analytics > Agent Assist Aggregate – View
Analytics > Conversation Aggregate – View
Analytics > Knowledge Aggregate – View
Analytics > Flow Observation – View
Analytics > Summary Aggregate – View
Analytics > Queue Observation – View

Access to the following menu options to use filters:

Directory > User – View
Routing > Queue – View
Assistants > Queue – View

The Genesys Agent Assist dashboard helps you to get a deeper insight into Agent Assist-related features, like interaction and queue activites or after-call work statistics.

Note: Summary engagement metrics are available via API. For more information, see and .

Access the Genesys Agent Assist dashboard

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Agent Assist Performance and then click the view name to open it.
To open a new tab, click Create New Tab .
From the left side of the workspace, select Agent Assist Performance.
Note: If your organization uses AI tokens, you access the Agent Copilot dashboard instead.

Select the corresponding queue

From the Queue dropdown, select the queue you want to inspect.

If you want to compar ethe selected queue with another queue, select the desired queue from the Comparison Queue dropdown.

Filter results

You can use several filters to refine the results.

Filter for a time period

Use the date selector to filter for a time period in which you want to examine Genesys Agent Assist analytics.

Show meClick to expand

Filter for media type or agent

To refine your search filters, click the Filter icon. You can filter for these metrics:

Media types (voice, callback, chat, email, message)
Users

Show meClick to expand

Genesys Agent Assist dashboard overview

This table summarizes the dashboard tiles and their functionalities.

Tile	Description
Interactions with Agent Assist	This tile shows the total number of interactions with Agent Assist on the selected queue.
Queue Comparison Average Handle Time After Call Work	Average handle time shows a comprehensive view of average handle time. After Call Work metric shows how long the agent took to complete the after call work panel once the interaction has ended/been transferred to another agent.

Tile

Description

Interactions with Agent Assist

This tile shows the total number of interactions with Agent Assist on the selected queue.

Queue Comparison

Average Handle Time
After Call Work

Average handle time shows a comprehensive view of average handle time.
After Call Work metric shows how long the agent took to complete the after call work panel once the interaction has ended/been transferred to another agent.

Genesys Agent Assist dashboard recommendations

Tile	Description
Total recommendations	This tile shows how many recommendations the Agent Copilot made on the selected queue. You can see specific statistics about each of the recommended content types (canned responses, knowledge articles, knowledge highlights, scripts). Available content types Knowledge articles: Genesys Agent Copilot suggested a knowledge article (without retrieval augmented generation). Knowledge highlights: Genesys Agent Copilot suggested a knowledge article, with a highlight showing an exact answer. Canned responses: Genesys Agent Copilot suggested a canned response. Scripts: Genesys Agent Copilot suggested a script page to navigate to.
Search	This tile shows how many manual knowledge searches were performed in the Agent Assist panel.
Recommendation details	This tile gives a detailed overview about the Total recommendations statistics. You can inspect the following characteristics for each content type: Total: The total number of the respective recommended content type. Avg per interaction: The average number of times Agent Assist recommended the respective content type per interaction. Opened: The average number of times the agents opened the recommended content type. Copied: The average number of times the agents copied the recommended content type to a digital channel. Feedback: The amount of feedback given and the positive upvote ratio in percent.

Tile

Description

Total recommendations

This tile shows how many recommendations the Agent Copilot made on the selected queue. You can see specific statistics about each of the recommended content types (canned responses, knowledge articles, knowledge highlights, scripts).

Available content types

Knowledge articles: Genesys Agent Copilot suggested a knowledge article (without retrieval augmented generation).
Knowledge highlights: Genesys Agent Copilot suggested a knowledge article, with a highlight showing an exact answer.
Canned responses: Genesys Agent Copilot suggested a canned response.
Scripts: Genesys Agent Copilot suggested a script page to navigate to.

This tile shows how many manual knowledge searches were performed in the Agent Assist panel.

Recommendation details

This tile gives a detailed overview about the Total recommendations statistics.

You can inspect the following characteristics for each content type:

Total: The total number of the respective recommended content type.
Avg per interaction: The average number of times Agent Assist recommended the respective content type per interaction.
Opened: The average number of times the agents opened the recommended content type.
Copied: The average number of times the agents copied the recommended content type to a digital channel.
Feedback: The amount of feedback given and the positive upvote ratio in percent.

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